Explainer
Aged care reforms: operational readiness
The new Aged Care Act took effect on 1 November 2025. Here is how to check your operational readiness across the five areas it touches.
What it is
A readiness review across five operational areas
The Aged Care Reform Readiness Review looks at the five operational areas below and at how they show up in productivity and quality, and in employee and customer satisfaction. It is designed to help you understand your current performance, and the gaps and opportunities sitting inside it.
Based on what the review finds, you can focus your plans and effort on the activities that create the greatest return, including improvements in customer experience, employee engagement, process optimisation, quality uplift and technology decisions.
Operational focus
Five areas the reform touches, all at once
Customer experience
Change communications people can actually follow, plus regular feedback from customers, family and carers - with satisfaction changes measured and monitored.
Employee
Staff trained in new ways of working under the new Act, charter, standards and operating models, with updated IT systems and knowledge management.
Data and reporting
Strengthened cybersecurity and data privacy, accurate and efficient data, periodic internal audits, and incident management and reporting systems kept current.
Change management
A clear vision and goals, backed by a structured approach to managing the change and timely communication with internal and external stakeholders.
Processes
New systems and processes to support strengthened quality standards, able to manage new operating models, fees and charges, or provide workarounds.
The five areas, in one view
Where readiness actually gets tested
The operational focus areas the review works through, and the concrete checks inside each one.
Register your interest
Register your details and one of the team from Customer Science will reach out to you personally.